Member Services Representative

Wisconsin Athletic Club LLC•Milwaukee, WI

1d•Onsite

About The Position

This is a full-time, salaried + performance-based position. The role involves more than just selling and retaining memberships; it's about making a difference in people's lives and creating "WAC moments." You will be expected to contribute to the total club operation, which may require coming in early or staying late to meet goals. The position requires building rapport and developing relationships with prospective members, guests, and staff. Professional development is encouraged through various meetings, training programs, and continuing education workshops.

Requirements

College Degree Ideal, But Not Required
Salaried + performance-based position
May need to come in early or stay late to ensure goals are met
Build rapport and develop relationships with all prospective members, guests, and staff
Attend and participate in one-on-one meetings with Sales Manager and General Manager
Attend and participate in all Sales Team Meetings
Attend and participate in Leadership Meetings
Attend and participate in semi-annual reviews & annual compensation plan meetings with GM, SM & Director of Sales
Train with personal trainers
Participate in group fitness classes
Participate in advanced training programs
Participate in continuing education through "WAC University" workshops
Connect with members while working at the front desk, walking the fitness floor, or when out in the community
Provide assistance and solutions to members and team members problems

Nice To Haves

Quality connects are defined as a phone call with a voicemail left or a spoke-to logged in GymSales, a text message, a personalized email sent
Creative and personalized communication is critical to your success and should be genuine and aligned with your personal brand
Book appointments with both telephone inquiries & web leads at a target rate of 75%
Using your clubs WorkingWell resources and outreach plans, connect with current Corporate, Partner & Wellness accounts
Identify groups and/or events in your community that create opportunities to generate leads and impact the community
Connect your members and utilize the Retention Program resources – Fit Start, WAC Fit & Fit Refresh
Booking Fit Sessions at the point-of-sale is critical to connecting new members as early as possible and impacting member retention
Complete thorough join notes in GymSales to ensure a quality handoff to your Fitness team and creating the best member experience
Educate and connect members to WAC apps & our website
Sit down with potential members before you go on tour to ensure that you have enough information to customize the tour and know who and what to connect them to that is aligned with their goals and interests
Target closing for appointment & walk-ins' rate is 70%
Consistently shop the competition so you are knowledgeable about the fitness market
Have presentation materials pre-made and ready to be provided for members and guests
Complete MOD WOW Training & meet all MOD expectations at your club
Each club has their own way of involving Member Services in the MOD program that is managed by the GM
Fitness, Group Fitness, Front Desk, Operations Kids Clubhouse – you name it – you might be asked to do it
Your role is more than just selling and retaining memberships
This is not a 40 hour work week

Responsibilities

Begin each day with a plan and end each day with a plan for tomorrow; time block daily responsibilities, considering scheduled shifts, appointments, meetings, MOD shifts, and weekends.
Ensure highest priorities are completed first using the GymSales task calendar, Road to Success, and monthly task calendar.
Prospect and outreach, aiming for a minimum of 50 quality connects per day (phone calls, texts, in-person conversations, personalized emails).
Make at least 25 phone calls with spoke-to or voicemail logged per day (500 per month).
Schedule enough appointments to meet and exceed sales goals, not relying on walk-ins, telephone, or web inquiries.
Book appointments with telephone inquiries and web leads at a target rate of 75%.
Confirm all appointments no longer than 24 hours in advance.
Fanatically prospect for leads and enter all leads into GymSales.
Connect with current Corporate, Partner & Wellness accounts using club resources to ensure updated information and sufficient guest passes.
Grow network by connecting with new potential Corporate, Partner & Wellness accounts.
Promote Business Spotlight & WAC Perks to cross-promote local businesses and create new partnerships.
Identify groups and/or events in the community that create lead generation opportunities.
Generate referrals by providing a premium experience and educating members on guest policies, referral rewards, and offering guest passes.
Connect members and utilize the Retention Program resources (Fit Start, WAC Fit & Fit Refresh).
Book Fit Sessions at the point-of-sale to connect new members early and impact retention.
Complete thorough join notes in GymSales for a quality handoff to the Fitness team.
Educate and connect members to WAC apps and the website.
Provide a premium experience for members and guests.
Sit down with potential members before tours to gather information for customized tours.
Conduct club presentations and tours for potential members and guests.
Maintain knowledge of the fitness market by consistently shopping the competition.
Act as a manager in the club at all times (MOD responsibilities), completing MOD WOW Training and meeting all MOD expectations.
Participate in various club operations as needed (Fitness, Group Fitness, Front Desk, Operations, Kids Clubhouse).
Make a difference in people's lives and create WAC moments.
Build rapport and develop relationships with all prospective members, guests, and staff.
Develop personally and professionally by attending one-on-one meetings, sales team meetings, leadership meetings, and compensation plan meetings.
Train with personal trainers, participate in group fitness classes, and advanced training programs.
Participate in continuing education through "WAC University" workshops.
Connect with members while working at the front desk, walking the fitness floor, or in the community.
Provide assistance and solutions to members' and team members' problems.